another not a very good service and phone - nokia 6500 slide

[xiaoxiao]

a fren shared this with me, his personal experience:

 

Received a cal from Nokia this evening. Was told that the 1st batch of Nokia 6500 Slide has got a problem connecting to 3G network . Then they offered a 1 to 1 exchange at no cost. Fixed an appointment with them to get it exchanged .

 

However something really fuming happened when I'm at Nokia Care Causeway Pt . Here's the story...

 

Reached there around 11:30am, got a queue number and waited 40 minutes before I got attended. I related my purpose here to him. I told him one of their customer officer told me to make a 1 to 1 exchange of the handset ON THE SPOT. Howvere he told me it's not a 1 to 1 exchange but a transceiver replacement. Thinking it'll be OK if just get the transceiver replaced and go. What he told me is that it'll take 4 hours to get it done as it's a standard timing and complicated job . I keep emphasising that I was told to get it replaced ON THE SPOT. He also insisted that there's no such thing as 1 to 1 exchange. I can't wait for 4 hours without a phone then they offered me a loan phone with a charge imposed. What is this nonsense? I rejected the offer and told him that I wanted the phone fixed on the spot or replaced me with a new one. He went in to enquire what is the the fastest time to get it done. He came back with a '2 hours' reply. It's still way too long! It's eating into my office hours! I still hold my stand - fixed on the spot or new replacement. He went in to check and come back with a '1 hour' reply! Oh my god! What has this become? From 4 hours to 2 hours to 1 hour! I told him that what can you expect from a 4 hour job to a 1 hour job? It's totally absurb! I told him I can't trust this type of professionalism and workmanship. He went in to check again and guess what! 30 minutes and that's it! This is when my blood starts to boil! 4 hoursjob to be done in 30 minutes. I can't take it anymore and told that guy to get the officer-in-charge to talk to me.

 

The service guy has been patience but this officer-in-charge really can't make it! He take his seat and told me that if I want my phone done fast then I must co-operate with him. I told him, 'What! I pay for this phone, now it's got problem and I must co-operate with you to get my phone. I'm not here to beg, mind you! don't promise me what you can't keep'! I told him to trace the caller and verify the conversation she had with me. He told me it'll take a long time to trace the caller. He keep insisting me to sign the service letter so he can get he technician to fix my problem. No way I'll sign because I told him my concern that I won't be satisfied with a 4 hours job to be completed in 30 minutes. I told him to track the caller or get my phone replaced at once! Then another lady customer came along with the same situation. She was also fuming mad when the other service staff told her it's a transceiver replacement, not a 1 to 1 exchange and it'll take 4 hours. She also commented that the caller told her it's a 1 to 1 handset replacement on the spot!

 

With no other choice, the officer-in-charge had to give in to my request as mine is not an isolated case. He get a new set for me without saying anything, not even a 'sorry' or 'thank you'! What can I say... Is this the service i deserve?

 

If any of you guys encounter such situation, please don't give in to them or you'll get short-changed for what you own and deserved.

[nebulaz]

sweeet....glad u stood ur stand and get wad u deserved...being too nice just doesnt werk these days...maybe for their own convienient only..

[Arcfire]

Yes, definitely. The nokia care centre is absolutely crap with their service.

 

My gf's E65 had problems recieving sms. Went back to the stoopid centre 4X and still they can't resolve the issue. Say fixed liao after less than 1 week problem resurface again. Everytime always just flash the firmware. Its obvious they do not care about aftersales service. Why bother even having so many service centres?

[xiaoxiao]

how about writing to them to complain abt the service etc, and CC to the newspaper co?

 

works tho.

[Encik Pat]

agreed agreed agreed, that's why now i use samsung, not so user friendly phone but better than the nokia service center ppl

why i change is not because of the phone is because of the service

[josephsbs]

i gave up with nokia many years back... switched to Sony Ericsson, only went to service centre to change faulty memory card, upgrade firmware and never been back since. phone good, service also good

[EJ]

i gave up using Nokia phones because of this problem too.

 

had problems with my N70 months back. auto-off syndrome. send it to 3 different nokia centers (mind you, 1 center waiting time is already about 2 hours), and within 2 days, my phone is "fixed". the last center i went (wheelock place) told me that they'll look into the matter and will call me back. i got a call from them 4 days later telling me to collect my phone. the lady told me they monitored my phone for 4 days and found nothing wrong with it.

 

when i reached home, i read the service order. the date and time stated the job was closed was the same day i send my phone in, half and hour after the job card was created. i went to suntec city center and spoke to the manager. he offered to take in my set for a full check up. i insisted that they remove every single screw and check the PCB.

 

the next day i recieved a call from them saying that the PCB inside is corroded, thats why it was not functioning properly. they quoted me about $200 for the repair as it isn't covered under warranty and its not guranteed to work. i told the guy on the phone, for what i pay $200 for something that is not guranteed to work? i told them to assemble my set and i'l take it back.

 

on my way down, i bought a sony ericsson phone. walked into the nokia care center with the sony ericsson bag, collected my phone, shook my head in disgust and left.

 

but i dont think they cared anyway as there were still lots of people in the shop.